Our client is a leading global digital business services provider, recognized for its vast scale and local presence that enable impactful contributions to communities, clients, and the environment. With a commitment to innovation and sustainability, they deliver cutting-edge, digitally-powered services designed to help some of the world's most prestigious brands optimize their operations. By leveraging their expertise in advanced technology and deep industry knowledge, they streamline business processes in ways that are both meaningful and sustainable, driving long-term success for their clients.
Role Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Job Type: Full-time/Permanent
Location: Cape Town
Workplace: Onsite
Requirements
Must be able to communicate proficiently in DutchMatric/ Equivalent (Essential)Leadership experience within BPO 1 year +(Essential)Customer Service experience (Essential)Management qualifications (Advantage)BPO background (Essential)Customer service skilledThe ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment.She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations. Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under PressureTeam leadership and people developmentProven background of quality related analysis, with ability to draw conclusions and recommend improvement initiativesGood project management skills and experienceAbility to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendationsSuperior judgment, diplomacy and tactDemonstrated ability to drive process changes and improvementsExceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).Goal driven, target orientated, able to step back and look at the bigger picture.Experience in writing documentation and standard operating proceduresDemonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS TeamsAbility to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.Motivated to work on your own initiative.Excellent interpersonal and communication skills.Proven ability to make and implement decisions.Proven ability to influence change at all levels as appropriate.Accuracy and VariancesAttendance and Adherence
Responsibilities
You should begin your day by evaluating the prior day/week/month performance reports ensuring any agents with performance issues have been followed up with and tracked.Daily meetings with the team, ensuring that they understand daily & trended actual results versus the goals identifying agent outliersEstablishing priorities for the day and reviewing the execution of any process-level plans. You'll call meetings throughout the day as required to make real time adjustments based on the day's performance throughout the shift.Utilizing time on a daily basis to facilitate Agent development while maintaining the "80/20"rule.By observing agents you'll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You'll ensure all key performance indicators are consistently met and exceeded.You actively develop your agents through talent management, monthly 1-2-1's, QuarterlyReviews and personal development plans.
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